Happy New Year! Will 2019 become a pivotal year for large banks, now the possibilities of PSD2, open banking, and the deep pockets of big tech firms (Google, Amazon, Facebook, Alibaba) can be combined in a new ecosystem for retail banking? Capgemini research shows the fierce competition coming from FinTechs and non-financial services firms, an explosion of new technologies, and soaring customer expectations that inspire the development of new strategies, products, and services. Banks are adopting Distributed Ledger Technology (DLT) and artificial-intelligence-based voice assistants to improve efficiencies and customer experience. Similarly, data analytics, machine learning, and AI are being used to drive process improvements and seamless services. That’s digital transformation.
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